Escalation Manager, Emergency Response

Waymo Operations exists to deliver the Waymo Driver to the world. We are a global team building and scaling the world's first and leading autonomous fleet and operations platform. From component sourcing to end customer management, we enable and create value for Waymo through scaled and orchestrated deployment of the Waymo Driver. At Waymo, we are dedicated to building a culture that promotes inclusivity and celebration. We value diverse backgrounds, perspectives, and experiences; recognize that inclusive actions lead to equitable outcomes; and support and encourage all team members to share their ideas to help Waymo better serve the communities in which we operate.

In this onsite role, you will report to the Head of Event Response and will be based in Phoenix, AZ.

You will:

• Receive emergency calls from individuals in distress and quickly assess the nature of the situation and gather situational awareness, essential information, and details about the emergency.
• Be on-call to provide guidance to teams to support them. Manage the escalations safely until help arrives and monitor emergency responder locations and status to ensure coordination and response to the emergency.
• Contribute and consult on technical decisions by analyzing trade-offs, understanding risks, and Return on investment.
• Lead the retrospective and rca process, including executive presentations, documentation and quality assurance.
• Lead and coordinate process improvement programs, tooling deployments and coordinate releases by being the release manager.

You have:

• Bachelor's degree, or in lieu of a degree, an additional 4+ years of work experience with program management in operations, strategy, and planning
• Demonstrated skill in navigating sensitive customer interactions during high-stress or emotionally charged situations. This includes a record of de-escalation, compassion, and providing a win-win outcome.
• Proficiency in operating communication and computer systems necessary for accessing and updating information quickly.
• Proficiency in data analysis, presentation and data entry reviews.
• Availability for Rotating Shifts: You can work rotating shifts, including nights, weekends, and holidays, to ensure 24/7 coverage in the dispatch center.

We prefer:

• Certification in Emergency Telecommunications (Preferred): While not always required, certification in emergency telecommunications or a related field shows proficiency in dispatch procedure
• Previous experience in a dispatching role
• Familiarity with dispatching software and emergency response protocols is also beneficial.

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